Material Planning: Bedding, Linens, and Uniforms

■ Bedding his chapter is the fourth and final chapter devotedT to the examination of Sheets and Pillowcases Blankets material administration. In this chapter we explore bed- Bedspreads, Comforters, and Dust Ruffles ding, linens, and uniforms. These items are the highest Pillows annual cost items in hotel operational supply invento- Mattress Covers ries. Initial supplies required to support operations of a commercial hotel the size of the model hotel can well ex- ■ Bath and Table Linens ceed $200,000. Bath Linens Before deciding on the requirements for an initial Table Linens supply of bedding, linens, and uniforms, the professional housekeeper must have a thorough knowledge of the ■ Uniforms composition and construction of these items.The professional housekeeper must then establish purchase specifications for these items so that the purchased items complement the property rather than detract from it. The intention of this chapter is to acquaint the housekeeper with the range of materials and manufacturing methods used to construct these textiles.

Bedding

Bedding encompasses all materials used in the making of a bed. This includes sheets, pillowcases, blankets, pillows, bedspreads, dust ruffles, comforters, and mattress covers.

Sheets and Pillowcases Many small (inexpensive) hotels change linen once a week or when the guest departs, whichever occurs first. For many years, people believed that a quality hotel

140 Bedding 141

CHAPTER OBJECTIVES After studying the chapter, students should be able to: 1. Generate purchase specifications for bedding, including sheets, pillows, mattress pads, blankets, and bedspreads, for a certain class of hotel. 2. Develop purchase criteria for table linens, including proper size, fabric content, and method of construction. 3. Generate standards of selection for employee uniforms. 4. Generate criteria for bath linens for different classes of hotels.

should change guest linens daily, even when the guest manner are called muslin sheets. If the fibers are was staying for more than one night. combed, the fabric is much smoother and has a greater Today, environmentally responsible hotels leave that tensile strength. Sheets made from this process are choice up to the guest. called percale sheets. These linen reuse programs can save tremendous The threads running lengthwise through the sheet are amounts of water and energy and can also prevent the called the warp. The threads that run crosswise (hori- introduction of additional laundry chemicals into the zontally) are called the weft or filling.The most common environment. weave for sheets is called the plain weave. In this weave A hotel is not lowering its service standards when it the warp and weft threads are perpendicular to each gives a guest the option of reusing a towel or sleeping in other. the same sheets for a second night. Textiles are graded by the thread count and tensile strength. Housekeeping managers should specify a sheet Fabric Materials and Construction that has a thread count of at least a T-180. This means Although 100 percent cotton sheets are available, the that there are 180 threads in a one-inch-square piece of overwhelming majority of hotels use a cotton/polyester sheet. Ideally, there should be 94 threads in the warp and (Dacron) blend. A 50/50 Dacron/cotton blend is thought 86 in the weft. In any event, the numbers of warp and to provide the optimum qualities of the natural and the weft threads should be fairly close. The tensile strength synthetic fibers. is determined by the amount of weight it takes to tear a Cotton/polyester blends are more durable than 1Љϫ3Љ piece of fabric. straight cotton. After 100 launderings, cotton loses 35 to Fabrics that come directly from a loom are called gray 40 percent of its tensile strength. Cotton/polyester goods. This means that the fabric has not received a fin- blends lose 3 to 7 percent. Expected wear increases three ishing treatment and is unsuitable for most purposes. and one-half times with a blend. Finishing is an all-inclusive term that is applied to a Blends do not shrink as much as cotton. If cotton is number of treatments that can be administered to a tumbled dry, it will shrink from 5 to 8 percent. A blend freshly woven fabric. Finishing includes washing, bleach- will shrink from 0 to 3 percent. ing, and a process called mercerizing, in which the fabric Blends are more economical to launder. They will re- is treated with caustic soda. Mercerizing swells the cot- tain 15 to 50 percent less water than a full cotton sheet ton fibers, increasing the strength and luster of the cloth. after extraction. This feature means a faster drying time Fabric may also be sanforized. Sanforizing preshrinks for blends. the cloth to prevent it from shrinking more than 1 per- Blends, unfortunately, are not softer. In recent years, cent during regular laundering. Cotton/polyester sheets many high-end hotels have been touting their high- are normally chemically modified during manufacturing thread-count, all-cotton sheets. T-250 and T-300 all- to provide what is often called a “durable press” or “no- cotton sheets (see the following discussion of thread iron” effect. This fabric is smooth to begin with, stays count) have replaced satin and silk sheets as a mark of smooth after laundering, and stays smooth while in use. luxury in many a first-class hotel. There are even T-700 Some finishing treatments are patented processes. Egyptian cotton sheet sets selling for more than $1,000 a Sheets may be dyed, but white is the color choice for set. Some Ritz-Carltons advertise 300-thread-count most hotels. If sheets are to be dyed, the best process is sheets and feather beds in their rooms. to dye the threads in a vat before weaving, but most of The cotton fibers in a sheet can be either combed or the time the completed fabric is dyed. White sheets will carded before spinning. If the fibers are carded, the fab- often have a colored thread or colored piping in the ric is rough and dull looking. Sheets that are made in this sheet to indicate the sheet’s size for sorting.White sheets 142 Chapter 7 ■ Material Planning: Bedding, Linens, and Uniforms are preferred because they do not fade after laundering, pletely outfit the guestrooms of the hotel one time. Since nor do they require extra handling for sorting. one par is hardly enough to have an efficient operation, Sheets that have minor imperfections are called sec- a par number must be established to ensure adequate onds and are usually marked with an “S” or have the supply for smooth operations. (The GRA who has to manufacturer’s tag cut off. Most seconds are perfectly wait for the laundry to finish laundering linen before a acceptable in the majority of hotels. bed can be made hardly represents the efficient use of Sheets and pillowcases are shipped in case lots.A case costly personnel or shows proper guest service. In addi- may have from a dozen to 12 gross in its contents, de- tion, freshly laundered sheets should be allowed to pending on the size of an order and a manageable weight “rest” for 24 hours before being put back into service. per case. An example of how a linen case is marked is as This will ensure their durability.) follows: “2F/11S-81 ϫ 104.” This information is trans- Hotel properties having their own linen supply need 1 lated as follows: 2 dozen first-quality, 11 dozen second- to have 3 ⁄2 par linen on hand (1 par in the guestroom, quality, double sheets. 1 par soiled for tomorrow’s laundry work requirement, 1 par clean for tomorrow’s work in the guestrooms, and 1 Size ⁄2 par new in storage). Hotels that must send their linen There are two sheet measurements.The torn sheet size is out to be laundered require 1 additional par because of the size of the sheet before hemming. The finished sheet out-and-in transit time. has a top and bottom hem. Institutional sheets normally have a 2-inch hem on the top and on the bottom. This is Blankets done so that the sheet does not require extra handling when folding or making the bed. Also, since the sheet A blanket is an insulator; it keeps body heat in and cold can be reversed, it is hoped that both hems will wear air out. The best blanket is light in weight for comfort, evenly. but at the same time it should be a highly effective ther- In Table 7.1 recommended sheet sizes for each mat- mal insulator. Adding weight to a blanket does not nec- tress size are given in inches. essarily make it a better insulator. The way a blanket is Fitted sheets are never used in commercial applica- woven (how it traps the body heat) is what makes a blan- tions because they tear at their corners, they take up to ket warm. three times the space in storage, and they can be used only as bottom sheets. Standard sheets, however, are Fabric Materials and Construction more flexible, and larger standard sheets can be substi- Although wool blankets have extremely high heat re- tuted for smaller sheets. tention, they are much heavier than synthetic blankets. Synthetics such as polyester, acrylics, and nylon are the Par Levels preferred fabrics for commercial blanket construction. The term par refers to standard, specific, or normal lev- Another positive aspect of synthetic blankets is that els of stock. Linen pars are the standard levels of linen they can be laundered as well as dry-cleaned. However, inventory required to support operations. “One par repeated launderings will tend to make blankets fade linen” is that quantity of each item required to com- over time. If blankets are to be laundered, care must be taken to ensure that the blanket binding is made of the same material so that different fibers do not shrink at a TABLE 7.1 Recommended Sheet Sizes (in inches) different rate. Blankets can be woven, needle-punched (similar to Torn Finished carpet tufting), or made through an electrostatic process. Mattress Sheet Sheet Woven blankets are normally more expensive, but they Name Size Size Size are not necessarily better insulators. One popular blanket variety is the thermal blanket. Thermal blankets are Roll-away 33 ϫ 76 66 ϫ 104 66 ϫ 99 light woven blankets that have large air pockets for in- Twin 39 ϫ 76 66 ϫ 104 66 ϫ 99 sulation. A regular blanket or sheet is placed on top of Long twin 39 ϫ 80 66 ϫ 108 66 ϫ103 3 this blanket to increase its insulation coefficient. ⁄4 twin 48 ϫ 76 66 ϫ 104 66 ϫ 99 Care should be taken to select blankets that are mois- Double 54 ϫ 76 81 ϫ 104 81 ϫ 99 ture permeable. A blanket that cannot transfer moisture Long double 54 ϫ 80 81 ϫ 108 81 ϫ 103 will make the guest feel clammy and uncomfortable. Queen 60 ϫ 80 90 ϫ 108 90 ϫ 103 Above all, blankets should be fire retardant. King 78 ϫ 80 108 ϫ 110 108 ϫ 105 Some hotels provide electric blankets in their rooms. California 72 ϫ 80 108 ϫ 115 108 ϫ 110 One school of thought holds that electric blankets are a king 1 service feature appreciated by many guests and that Pillowcase Standard 42 ϫ 36 20 ⁄2 ϫ 30 1 their use will decrease the hotel’s heating costs. Other Pillowcase King 42 ϫ 46 20 ⁄2 ϫ 40 hoteliers believe that the theft rate of electric blankets is Bedding 143 higher than that of ordinary blankets, that electric blan- Most hotels would prefer to have a washable bed- kets are potential fire hazards, and that some of their spread fabric that is guaranteed to maintain its shape guests hold that sleeping under an electric blanket is through repeated washings. When purchasing new bed- dangerous, unhealthy, or both. spreads, use one for a trial sample to ensure that it does not shrink, fade, or wrinkle. All spreads should be fire Size retardant. A blanket that is too short for a bed will wear prema- turely from constant tugging by the guest. A blanket Size should be the length of the mattress, plus the thickness As has already been mentioned, a full-sized bedspread of the mattress, plus an additional 6 inches for tucking. just touches the floor, while a coverlet or duvet covers The width of the blanket should be the width of the mat- the top of the dust ruffle. Coverlets are easier to handle tress, plus double the mattress thickness, plus 6 addi- and they fit better into the washer and dryer, but to place tional inches for tucking. a dust ruffle on the bed requires the mattress to be 1 The weight of a standard blanket will vary from 2 ⁄2 to removed. 1 3 ⁄2 pounds. Lighter blankets should be used in the South- Duvet covers are now preferred to any other bed cov- east and Southwest, and the heavier blankets should be ering in the better hotels. The better duvet covers are reserved for northern climates. stuffed with goose down. Westin’s “W” Hotels, a bou- tique chain, is often credited with popularizing the Par Levels “overstuffed” bed look. Its bed linens have become so Blankets should be set at one par plus 10 percent in popular that they are available for sale to their guests. southern climates. In some northern climates, the par 1 level may be as high as 2 ⁄2 par, where an extra blanket is Par Levels placed in the room for each bed.This policy, however, of- The par level for bedspreads, coverlets, comforters, and ten results in a higher theft rate. dust ruffles should be one plus 10 percent.

Bedspreads, Comforters, and Dust Ruffles Pillows The bed is the focal point in most guestrooms; conse- It seems as though everyone has a different opinion as to quently, the bedspread is extremely important from a what is a good pillow. Some prefer soft pillows, and oth- design perspective. The bedspread should complement ers prefer hard pillows. One camp holds that to be truly the colors and other design elements in the room, but it comfortable a pillow must be filled with goose down, should be durable and easy to maintain. whereas others contend that polyester will do just as There are two main styles of bedspreads—throw well. spreads and tailored spreads.Tailored spreads fit the corners of the mattress snugly, whereas throw spreads bulge Natural Fills at the corners at the foot of the bed. The standard by which all other fills are measured is A bedspread may reach to the floor, covering the down—specifically, goose down from the European va- mattress, box springs, and the frame, or it may be a cov- riety of goose. Goose down consists of the small, soft erlet that covers only the mattress. If a coverlet is used, feathers found on a goose or duck. Duck down is con- a dust ruffle is added to the bed to cover the box springs sidered to be inferior to goose down. Using goose down and the frame. A dust ruffle is a pleated cloth skirting alone to fill a pillow is prohibitively expensive, so the that extends around the sides and foot of the bed. This larger down feathers from ducks are blended together decorative fabric is often sewn onto a muslin fabric that with the goose down in most instances. is placed between the mattress and box springs, thus Down or down/feather blends are found only in the holding the dust ruffle securely in place. The dust ruffle most upscale hotels. is normally cleaned when the bedspread is cleaned. In a formal setting, the bed is also decorated with Synthetic Fills shams. Shams are pillow covers that match the fabric Synthetic fiber pillows have become the widely accepted used in the bedspread. norm throughout the United States. Polyester fibers lead In an informal setting, the bed is often covered with a the market in the synthetic category. In addition to the quilted comforter that does double duty as a bedspread aforementioned cost advantage, synthetic fibers can be and a blanket. laundered, and fewer individuals are allergic to them as compared with down and feathers. A few rare individu- Fabric Materials and Construction als are allergic to synthetic fills, so every property should Synthetic materials such as polyester have come to dom- have a few down/feather pillows in its inventory. inate the commercial bedspread market. Dust ruffles are A well-made pillow should be resilient, evenly often cotton/polyester blend products. filled (no lumps), and not too heavy (heavier pillows are 144 Chapter 7 ■ Material Planning: Bedding, Linens, and Uniforms an indication of inferior synthetic fibers); the fill and This figure represents loss from normal wear and tear, cover should be fire retardant, and the ticking should be permanent staining, and theft. stain- and waterproof. In this section we will also examine cloth bath mats The materials used in the construction of a pillow are and shower curtains. printed on a label that is required by law. Fabric Materials and Construction Mattress Covers The standard hotel bath linen is a white terry cloth towel that is a blend of cotton/polyester fibers. Mattress covers serve two purposes: They provide a Terry cloth towels are woven on a loom. The fibers padded layer between the guest and the mattress, mak- running lengthwise in the towel (the ground warp) are ing for a more restful sleep, and they protect the mat- usually a blend of two parts polyester and one part cot- tress from stains resulting from spills and from inconti- ton. Polyester in the warp gives the towel its strength and nent or sick guests. helps to minimize shrinkage. Mattress covers should be changed whenever the Pile warp is the yarn that runs lengthwise in the towel guest checks out. that make the terry loops on both sides of the towel’s surface. These fibers should be 100 percent cotton for Quilted Pads absorbency. The filling or weft is the yarn that runs hor- All-cotton quilted pads are very expensive. One prob- izontally across the towel. The filling should be 100 per- lem associated with quilted pads is the tendency of the cent cotton. The selvage is the side edge of a towel or diagonal threads to break after a few washings, which al- other woven fabric. It is a flat surface with no pile warp. lows the fill to shift and the pad to become lumpy. Towels, like sheets, can be sold as either firsts or sec- All-cotton pads tend to shrink from 15 to 20 percent, onds. Seconds are usually caused by a thick filling so it is imperative to allow for this shrinkage when pur- thread, a dropped warp or filling thread, or an uneven chasing pads. hem or border. These types of defects in no way impair the absorbency or durability of a towel. Therefore, many Felt Pads hotels willingly use towel seconds. The preferred pad for hotels is the 100 percent polyester Bath mats are made in the same way as a terry towel, felt pad. There is less than 2 percent shrinkage with this but the material is much heavier. pad.The pad does not pucker or become lumpy; it is also The best type of shower curtain for a commercial op- far less expensive than any quilted pad, and it can be eration is a curtain made of 260 denier nylon. This type moisture-proofed. of curtain is better than any plastic curtain because it is All mattress covers should meet the federal standard easier to maintain, it resists mildew, it does not become FF-4-72 for fire retardancy. stiff or brittle over time, it does not show soap stains as readily, and it is available in a multitude of colors. Vinyl The best protection against soap stains and mildew is Vinyl covers are more appropriate for hospital applica- to use a vinyl liner with a curtain. Do not use clear vinyl tions. The newer generation of vinyl covers can even be liners because these will show soap stains. Use a white or washed like cloth and can be sterilized. pastel-colored vinyl. The vinyl should be a minimum 6-gauge thickness. Plastic snap hooks are better than other types of plastic hooks or metal hooks. Bath and Table Linens Size Љϫ Љ The quality of a hotel’s bath and table linen is a remark- The standard size for a good quality towel is 25 50 . Љϫ Љ ably accurate indicator of the hotel’s class and price An average size for a face towel is 16 27 . A good Љϫ Љ level. The thicker the towels, the more expensive the bath mat will measure 22 34 , and decent size for a Љϫ Љ accommodations. washcloth is 12 12 . Towels and washcloths can be found in larger or smaller sizes than the above recommendations. The se- Bath Linens lection of a particular towel size should be based on mar- The intended purpose of a bath towel is to absorb water, keting considerations. but a towel is often used by the guest as a rag to wipe up spills or as a shine cloth for shoes. Considering the abuse Par Levels that hotel towels receive, it really is a wonder that, ac- A reasonable bath linen par level for a hotel with its own 1 cording to one major linen manufacturer, the average laundry is 3 ⁄2. If the laundry must be sent off the 1 hotel uses only 12 towels for one hotel room per year. premises, the par level should be increased to 4 ⁄2. Bath and Table Linens 145

TABLE 7.2 Model Hotel Par Requirements

Rooms Breakdown

Rooms Furniture Total Beds Pillow Requirement Suites 5 1 king bed 3/Bed Kings 13 1 king bed 3/Bed Parlors 15 1 queen bed 2/Bed Double-Doubles 320 2 double beds 2/Bed

Total 353 20 roll-away beds 1/Bed (use double sheets) Total pillows ϩ 10 percent

Bed and Bath Linen

1 Par 3.5 Par Price Cost Sheets King $12.00 Queen 9.50 Double 7.50 Pillowcases 1.50 Bath towels 3.00 Hand towels 1.10 Washcloths 0.40 Bath mats 2.80 1/Room Bed pads 7.70 (1 par ϩ 10 percent) Blankets 28.00 (1 par ϩ 10 percent) Pillows 7.80 (1 par ϩ 10 percent) Totals

The information given in Table 7.2 refers to the model Momie cloth is normally a 50/50 cotton/polyester hotel. Room configuration and other criteria, including plain weave cloth that is relatively inexpensive, durable, approximate prices per item, are given. Use this infor- and fairly colorfast, and does not pill or attract lint. mation as an exercise to determine linen pars and to de- Damask is made using a twill weave. It can be divided velop an approximate cost of initial supplies. into three categories: linen damask, cotton damask, and cotton/polyester damask blend. Linen is superior in ap- Table Linens pearance to the other two, but it is considerably more expensive. The cotton/polyester damask has the same ad- In the food business, first impressions are lasting ones. vantages of the 50/50 momie cloth, but it has a better Because success in this business depends so heavily on appearance and looks better after laundering. repeat business, the astute operator wants to make a Cotton/polyester blends are expected to shrink an av- first-time impression that will cause customers to come erage of 3 percent, as compared with cotton alone, which back again and again. will shrink an average of 12 percent. Blended napery is The focal point in most food service operations is the expected to last up to four times as long as cotton alone. tabletop. It should look as pleasing as the menu, and Ordinary cotton napkins should last for 34 launderings, nothing adds to this scene more than crisp, clean napery and cotton tablecloths should last for 32 launderings on (table linens). the average. Blends dry faster and are easier to iron.

Fabric Materials and Construction Size There are two dominant types of materials used for The drape of a tablecloth should be a minimum of tablecloths and napkins: momie cloth and damask. 8 inches all around the table.Table 7.3 is a listing of some 146 Chapter 7 ■ Material Planning: Bedding, Linens, and Uniforms of the standard sizes for tables and tablecloths.This table is meant only to serve as a guide; only a designer or table His other related activities include serving as manufacturer can give you a plan that you can depend technical advisor to the Center for the New Amer- upon. ican Dream, Vermont Public Interest Research Group (VPIRG), member of EPA’s Working Group on Healthy Schools, and lead author for Green Seal’s environmentally preferable cleaning program, and assisting in developing several green Change Agents product standards. Ashkin is the founder of the not-for-profit Internet Initiative for Children’s Stephen Ashkin Health and the Environment, which brings to- PRESIDENT gether children’s environmental health profession- THE ASHKIN GROUP als and advocates, such as the EPA, with major mainstream Internet firms such as AOL, WebMD, Stephen Ashkin is principal of The Ashkin Group, and Medscape to disseminate critical information a consulting firm focused on creating healthy, high- necessary to protect children from environmental performing indoor environments through “green- threats. ing” the cleaning process and products. Robert Gottlieb’s new book, Environmentalism Unbound (publisher, date), describes Stephen Ashkin as the “leading advocate for a stronger environmental TABLE 7.3 Tabletop and Tablecloth Sizes profile among cleaning product manufacturers and Seating Top Size Cloth Size suppliers” and “the most visible industry figure ad- vancing the cause of environmentally preferable Table for 2 36Љϫ36Љ 54Љϫ54Љ products.” Table for 4 45Љϫ45Љ 64Љϫ64Љ Ashkin has served as the chairman of the task Table for 6 54Љϫ54Љ 72Љϫ72Љ force that wrote the national cleaning standard, Table for 8 60Љ round 90Љϫ90Љ Standard Guide on Stewardship for Cleaning Com- Table for 10 66Љ round 90Љϫ90Љ mercial and Institutional Buildings (ASTME, 1971), and introduced the concept of “green” cleaning into the commercial cleaning industry. He Par Levels is a founding member of the president’s Green Par levels will vary depending on the number of covers Chemistry Challenge Awards Program and judge forecasted, hours of operation, number of meal periods for the White House: Closing the Circle Awards. open, and frequency of the launderings. He is actively involved with federal agencies (i.e., However, as a rule of thumb in a new operation, there EPA, U.S. General Services Administration, De- should be a par of four tablecloths per table and nine to partment of Interior), as well as numerous state twelve napkins per table. These par levels should do if (i.e., Pennsylvania, New York, Massachusetts) and the restaurant is open for two meals, and a 24-hour laun- local efforts to develop guidance on green clean- dry service is available. ing. He is a past member of the board of directors of the U.S. Green Building Council and contribut- ing author of the Council’s Green Building Rating System; he is currently working on the LEED Stan- Uniforms dard for Existing Buildings to incorporate green cleaning credits. He is the co-author of Pennsylva- Many hotel departments have uniformed employees. In nia’s Green Building Maintenance Manual and the some cases, each department maintains its own individ- Sustainable Building Technical Manual: Green ual supply inventories of uniforms; in other cases, the Building Design, Construction and Operation.An housekeeping department is custodian of uniforms used internationally known speaker, radio personality, throughout the hotel. If the housekeeping department and author, Ashkin has written more than 75 arti- is custodian of all uniforms, a large secure storage cles on green cleaning, indoor air quality, sick space, along with worktables and repair capability, are building syndrome, protecting health, and more. necessary. He was selected to the Power 50 by the Indoor En- Uniforms may be processed in the laundry daily and vironment Review as one of the 50 most influential be issued each workday as the employees report to people in the indoor environment industry. work. Some uniforms may be subcustodied to specific employees who maintain their own uniforms. Some Uniforms 147

Executive Profile Mary Ann Washington Team of Olympians

by Andi M. Vance, Editor, Executive Housekeeping Today The official publication of the International Executive Housekeepers Association, Inc. (This article first appeared in the May 2002 issue of Executive Housekeeping Today.)

A pilgrim in many respects, Washington initiated her career in Jackson, Mississippi. She started as a housekeeper at St. Dominic’s Hospital in 1970, and it only took a few months for her manager, Jessie Richardson, to recognize Washington’s potential. Richardson promoted Washington to a su- pervisory position only six months later, despite the protest of her staff. Those with seniority in the department felt that Washington was too This winter, much of the young to be a supervisor. Washington strove to prove them wrong. world’s attention was focused Richardson, a member of N.E.H.A. (now I.E.H.A.), harnessed Washing- upon the city that Mary Ann Washington has grown to love: ton’s aptitude and guided her in the right direction. “She [Richardson] Salt Lake City, Utah. Just as saw my potential before I did,” remembers Washington. “I knew that she Olympic athletes spend count- really liked the spirit of the housekeeping department, but she became less hours of their days training, Mary Ann Washington has my mentor. She helped introduce me to things I wouldn’t have been worked her way through the aware of otherwise.” ranks to provide similar re- During this period, Richardson introduced Washington to I.E.H.A. Since sources for her employees at then, Washington hasn’t looked back. the four hospitals throughout the Urban Central District of Already immersed up to her waist in work both day and night, Wash- the IHC system. ington decided to embrace more responsibility by taking N.E.H.A. certification classes offered at Hinds Jr. College in Jackson. “I started my Certi- fied Executive Housekeeper (CEH) certification in 1977,” she remembers. “It was not an easy task, as all classes were not readily available. Back then, things weren’t as organized as they are today. During this time, I would have to travel to various locations to attend classes at night. As I reflect on those times, it was difficult, but it was all worth it.” Ten years later, Washington packed up her bags and left many of her good friends and family in search of a change. While she loved the famil- iarity and hometown feel of Jackson, she yearned to experience life else- where. Landing in Salt Lake City, Utah, in January of 1980, she took one look at the surrounding mountains and discovered a sense of peace. “Moving from the South to Utah was a tremendous culture shock,” she remembers of her arrival. “This city was so clean. The mountains took my breath away and the people were so relaxed and laid back. I soon felt comfortable and right at home.” Only a month later, Washington returned to her career in housekeeping at LDS Hospital (Latter Day Saints). At the time, ServiceMaster man- aged the housekeeping services. Once again, it took only a few months for her supervisor to recognize her potential. Soon after, she accepted a position as a supervisor, which switched her employer from LDS to ServiceMaster. In 1986, Washington was promoted to a managerial position at Cot- tonwood Hospital, another hospital in the IHC system. She worked at this 220-bed hospital until 1989, when housekeeping management returned to an in-house department. While she was required to reapply for her 148 Chapter 7 ■ Material Planning: Bedding, Linens, and Uniforms

own position, Washington remained at Cottonwood in a management capacity. That same year, the position for Manager of Housekeeping operations opened at LDS hospital. Since she’d last worked at the hospital, refurbish- ment had enhanced the overall appearance of the 520-bed facility. Eager to accept the challenge of changing the image of the department, Wash- ington applied for the position. “I now know that I am at my best when challenged,” Washington says with a laugh. “I had come full circle, having worked at LDS Hospital, then leaving, and finally returning to where I first began. This time, however, everything had changed—new people, flooring, walls and fabrics. It was a whole new ballgame.” The Framework for Success One of Washington’s primary goals in accepting the new position was to help develop a sense of pride amongst her staff. With high turnover rates, something needed to be done in order to maintain staffing levels. Changing the image of the Environmental Services (ES) department meant a complete restructuring of current methodologies. First, Washing- ton worked with her assistants to assure that everything was in place according to IHC’s policies and guidelines. Next, she worked with others within the system to develop a training program to devise schedules that were equitable for all employees. “It was a measurement tool for us,” she comments. “We feel that if you can show employees that their schedules are similar to other persons’ schedules, then you’ll have more buy-in to getting them to perform other functions throughout the department. They need to know it’s a team effort.” Standardizing all of the uniforms was another initiative taken in the restructuring. Washington worked with administrators and staff to enhance the workers’ image by providing them with new professional at- tire. This also worked to create a sense of unity amongst the staff. In con- junction with the new uniforms, the staff provided input for a new department logo, slogan, and mission statement. Their new mission statement reads as follows: “Environmental Services is dedicated to providing all customers with responsible and dependable services, and a clean and safe environment.” Another key program developed to reduce turnover levels at LDS was a career-pathing system. While turnover plagued the entire nation, Wash- ington worked with other managers to address the problem. A training program was developed, which provided staff with cross-training knowledge so they could perform numerous functions throughout the department. Specific levels were instituted, which carried specific job titles. Titles ranged from housekeeper to housekeeping specialist. Floor care special- ists were designated, as were team leaders. In order to ascend to the next level upon recommendation, testing was given in order to assess the indi- vidual’s skill level. When an employee passed all the requirements, a five- percent wage increase was distributed. Uniforms 149

The Evolution of a System In three years much changed in the world of environmental services. The IHC system restructured to keep in line with the developments in the healthcare industry change in direction with HMO’s and hospital consoli- dations. The staff was gathered and the name of the department changed to Urban Central Region Environmental Services. Three hospitals existed in the new consortium: AltaView, Cottonwood and LDS. Recently, Wasatch Canyons Hospital was added to the list. Washington maintains ES operations over these four facilities. “Housekeeping is always an area everyone feels can accept cuts. As managers, we must cut costs and upgrade quality. Thanks to high morale, proper ownership and training, we were in a position to go another level,” Washington remarks. Through the Corvo computer program (trademark for Enterprise Re- sponsibility Management), supervisors at all three facilities in the Urban Central Region maintain a network of instant data and information. Washington is able to instantly gain information regarding discharges, inventory and more. “Corvo provides a single point of contact for the customer to reach the ES, Security or Engineering. It efficiently distributes workload to available and responsible parties,” says Washington. These are the types of programs that will gain prominence in the future. Then you can track how many discharges you have in a day. It’s LIVE data. So when you’re asking for more full-time equivalents (FTE’s), you need data to show what the workloads are. That’s the kind of information that managers are going to need in order to provide for their employees and the administration.” Use of robotic technology is another way that IHC has kept abreast of industry trends. After extensive research, Washington recommended to system administration the purchase of a floor care robot. She found that use of the robot would save time and money. “It was a big leap of faith to recommend going with it,” Washington admits. “But now, years later, we still have it here. We find it to be very productive and efficient.” STEP Program Washington sincerely cares about the development of her employees. While she initiated the career-pathing program at LDS, she has since worked with a task force to enhance some of its attributes. The result was the STEP Rate Program employed throughout the Urban Central region. According to Washington, the program encourages appropriate performance and on-the-job education by providing participants with the opportunity for supervisor/employee review of performance. Various criteria are evaluated in regard to an employee’s performance: attendance, adherence to procedures, dress code, public relations skills, assuring com- pliance, educational requirements, etc. Once every three months, each employee sits down with either his or her immediate supervisor or Wash- ington. If he or she doesn’t meet each set of criteria established, the employee will not receive a wage increase. “The program holds everyone accountable, but it is definitely reward- ing for the employees. There’s a lot of paperwork involved, particularly 150 Chapter 7 ■ Material Planning: Bedding, Linens, and Uniforms

Conclusion initially. But now, if the employees aren’t called down for their three- In her over 20 years in the in- month meeting, they’re asking, “What’s going on?” They really look for- dustry, Washington has gained a wealth of experience and ward to it now. knowledge. She’s served on “I think the employees need to have their performance recognized both local and district levels of regularly. They need to receive that feedback and be recognized and re- the Association, which has warded for the things they contribute. We want to keep our people helped further advance her knowledge and skill level. By here.” paying close attention to the I.E.H.A. also plays a role in the development of department supervisors. development of her team- “One requirement for all supervisors in the Urban Central is that they mates and instituting programs with proven success, Washing- must be certified with I.E.H.A.,” Washington acknowledges. “Even if they ton has helped develop a team have degrees, they must attend certain classes and there is a particular with Olympic potential. curriculum that they must complete before becoming a supervisor. So now, all of our eight full-time supervisors are Certified Executive House- keepers.” She continues, “I try to mentor my supervisors. Housekeeping is a career. You can advance yourself if you apply yourself. That’s what I try to encourage in my staff as well. Go and take classes, go to night school, try to get into something you really like. If you’re going to be in it, try and apply yourself to be whatever you can be.” By promoting within, Washington displays her dedication to each employee’s development. At the moment, her entire staff is composed of employees who have worked their way up through the ranks. “We hire people into our department, we tell them about I.E.H.A. and give them ESL (English as a Second Language) classes, and we try to really promote our staff. This is reiterated throughout the entire department, from supervisors to frontline staff.”

hotels have uniform services provided by companies A reasonable uniform program would allow for the that purchase, launder or dry clean, and provide five par issue of two uniforms to each employee upon employ- of uniforms for each employee on a weekly basis. The ment and an issue of a third uniform after completion of hotel must pay a premium for this service, since the ser- a probationary work period. Should uniforms become vicing company must purchase 11 uniforms for each new damaged or worn out as a result of work, they should be employee when hired. replaced. Carelessness that causes destruction of uni- The simplest, most cost-effective method of adminis- forms should be the subject of counseling or disciplinary tering a uniform program is for each department to action. maintain its own uniforms and to subcustody them to The law requires that employees who are required to employees at the time of employment, allowing each clean their own uniforms be compensated. The law sug- employee to care for the uniforms issued. gests that laundry service in the hotel laundry might be Housekeeping uniforms need not be unattractive or a reasonable alternative to an outlay of cash. A total in- uncomfortable. They should fit well and allow for free- ventory of uniforms should include about five par, the dom of movement, since much reaching and bending is rest being available to fit new employees or to provide involved in housekeeping work. A sleeveless dress with replacements for the staff. Sizes range from very small a short-sleeved blouse or shirt is a must, and a pocket or (4–6–8) to very large (22–24). It is a difficult task, how- two is always helpful. Cotton is best for comfort, but ever, to maintain a correctly sized inventory. polyester fabrics are the most plentiful. The quality of the GRA’s and the senior housekeeper’s uniforms should be similar, but color distinctions may be made. Summary An inventory of four different uniforms is appropriate for housekeeping personnel: GRA (female), housekeep- Decisions that are made regarding the purchase and use ing aide (male), supervisor (female), supervisor (male). of assets without a sufficient investigation into the char- Summary 151 acteristics and qualities of those assets can seriously af- ated on a cost per room per day basis, the level of con- fect the profit picture. sumption by the guest can also be addressed in the Costs for linens and their maintenance need to be formula. continually assessed in order to determine if the right Linen maintenance and replacement is an ongoing decisions were reached and to avoid the repetition of cost of doing business; it is the housekeeping manager’s costly mistakes. In addition, the costs for linens should responsibility to ensure that these costs remain reason- always be evaluated on a cost per room per day basis, able while continuing to meet the guest’s expectations. never on a cost per pound basis. If linen costs are evalu-

KEY TERMS AND CONCEPTS Bedding Thread count Shams Linens Tensile strength Coverlet Uniforms Gray goods Duvet Dust ruffles Mercerizing Ticking Muslin Sanforizing Ground warp Percale Seconds Pile warp Warp Torn sheet Selvage Weft Finished sheet Denier Filling Par Napery

DISCUSSION AND REVIEW QUESTIONS

1. Draw up a list of specifications for a guestroom atten- 4. How would you establish a par level for the napery in dant’s uniform. a new dining room? What criteria would you use to set 2. Explain the criteria that you would use to evaluate the the same par level for an existing operation? performance of bedding materials for a hotel. 3. What are the advantages to all-white bath linens that have no logo? Can you see any disadvantages to this type of product?